Floors Direct, Inc.

When this commercial carpet was installed in the customers kitchen this was already a replacement piece that we had installed prior* *** *** was having very similar issues the first time around so in trying to make her happy I decided to replace her carpet at no charge even though it was not a
manufacture defect and it was not installation relatedWhen *** *** recently contacted me the first time I sent the installer there within the week to see if it was something he could repairThe installer said there were two small pulls in the carpetThere is no lifetime warranty on any carpet, nor were the pulls installation related! I informed *** *** that we could do a couple of different options, if she had a small piece of carpet left over we could replace the affected piece for no charge, I offered to replace the whole carpet once again but at our cost since this was not our fault but she told me she could not afford that option, we could try and see if the m anufacture would cover it under their warranty, we could put a clear seam sealer over the two small pulls to prevent it from further becoming an issue*** *** had no carpet left over, I told her if we ordered a small piece that there would be a noticeable dye-lot difference so she did not want to go ahead with that option! I then told her we would contact the manufacture and see if they could cover the carpet to be replaced but it would take about a month to hear from themIn the mean time we went to *** ***'s to put the clear seam sealer over the two pulls on 5/*/It was roughly 4-weeks later when I spoke to *** *** and told her that unfortunately I had forwarded her information to the manufacture and pictures that I took when I was at her home and that they had denied her claim stating it was not a carpet defect* *** *** asked for the telephone number to speak with the claims department herself but it goes through an independent inspection co mpany and we were not allowed to give out their contact informationEvery time *** *** called I would try to help her the best that I couldI feel that I have explored all options on my end to best help! The two small pulls are not manufactured or installation related!

The customer purchased a continuous level loop carpet and pulls are not covered under any manufactures warrantiesPart of the manufactures claim process at their discretion is they can request photos of the affected areas, which they did and based on the photos submitted they denied the claim. I gave the customer three other options! I offered to replace her carpet at my cost as one option! I also sent my installer to put a clear seam sealer on the carpet to hold the pull, there is no reason it should be wearing away so quickly! I also offered to patch the carpet in that area but the customer has no additional carpet left over and if I order a new patch piece I told the customer it would be noticeable. The carpet was not installed with the pulls back years ago! I don't know what caused the pulls but there are about two or three and they are roughly about an inch or twoThe carpet was installed in the customers kitchen and in front of the steps where there is excessive use.I feel I have explored ALL options to help satisfy the customer but none of my options have been acceptable! We have been in business since We have an excellent customer service recordWe pride ourselves on always making the customer happyI feel I have explored all possible options!

The customer purchased a continuous level loop carpet and pulls are not covered under any manufactures warrantiesPart of the manufactures claim process at their discretion is they can request photos of the affected areas, which they did and based on the photos submitted they denied the claim. I gave the customer three other options! I offered to replace her carpet at my cost as one option! I also sent my installer to put a clear seam sealer on the carpet to hold the pull, there is no reason it should be wearing away so quickly! I also offered to patch the carpet in that area but the customer has no additional carpet left over and if I order a new patch piece I told the customer it would be noticeable. The carpet was not installed with the pulls back years ago! I don't know what caused the pulls but there are about two or three and they are roughly about an inch or twoThe carpet was installed in the customers kitchen and in front of the steps where there is excessive use.I feel I have explored ALL options to help satisfy the customer but none of my options have been acceptable! We have been in business since We have an excellent customer service recordWe pride ourselves on always making the customer happyI feel I have explored all possible options!

When this commercial carpet was installed in the customers kitchen this was already a replacement piece that we had installed prior* *** *** was having very similar issues the first time around so in trying to make her happy I decided to replace her carpet at no charge even though it was not a
manufacture defect and it was not installation relatedWhen *** *** recently contacted me the first time I sent the installer there within the week to see if it was something he could repairThe installer said there were two small pulls in the carpetThere is no lifetime warranty on any carpet, nor were the pulls installation related! I informed *** *** that we could do a couple of different options, if she had a small piece of carpet left over we could replace the affected piece for no charge, I offered to replace the whole carpet once again but at our cost since this was not our fault but she told me she could not afford that option, we could try and see if the m anufacture would cover it under their warranty, we could put a clear seam sealer over the two small pulls to prevent it from further becoming an issue*** *** had no carpet left over, I told her if we ordered a small piece that there would be a noticeable dye-lot difference so she did not want to go ahead with that option! I then told her we would contact the manufacture and see if they could cover the carpet to be replaced but it would take about a month to hear from themIn the mean time we went to *** ***'s to put the clear seam sealer over the two pulls on 5/*/It was roughly 4-weeks later when I spoke to *** *** and told her that unfortunately I had forwarded her information to the manufacture and pictures that I took when I was at her home and that they had denied her claim stating it was not a carpet defect* *** *** asked for the telephone number to speak with the claims department herself but it goes through an independent inspection co mpany and we were not allowed to give out their contact informationEvery time *** *** called I would try to help her the best that I couldI feel that I have explored all options on my end to best help! The two small pulls are not manufactured or installation related!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Melissa had told me that the manufacturer would come to my house to see the carpet Then when she was on the phone with me she said she showed them pictures The manufacturer never saw the pulls in person My rug is separating, not only pulling Melissa did put a glue there but it is not holding As far as a warranty, Melissa told me that I had a warranty on my rug when I got this rug in or The rug is only 4-years old I feel as though this company sold me a cheap rug and the rug is coming apartThis is not a good quality rug that I was sold
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Melissa had told me that the manufacturer would come to my house to see the carpet.  Then when she was on the phone with me she said she showed them pictures.  The manufacturer never saw the pulls in person.  My rug is separating, not only pulling.  Melissa did put a glue there but it is not holding.  As far as a warranty, Melissa told me that I had a warranty on my rug when I got this rug in 2011 or 2012.  The rug is only 4-5 years old.  I feel as though this company sold me a cheap rug and the rug is coming apart. This is not a good quality rug that I was sold.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Melissa had told me that the manufacturer would come to my house to see the carpet.  Then when she was on the phone with me she said she showed them pictures.  The manufacturer never saw the pulls in person.  My rug is separating, not only pulling.  Melissa did put a glue there but it is not holding.  As far as a warranty, Melissa told me that I had a warranty on my rug when I got this rug in 2011 or 2012.  The rug is only 4-5 years old.  I feel as though this company sold me a cheap rug and the rug is coming apart. This is not a good quality rug that I was sold.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer purchased a continuous level loop carpet and pulls are not covered under any manufactures warranties. Part of the manufactures claim process at their discretion is they can request photos of the affected areas, which they did and based on the photos submitted they denied the claim. 
I gave the customer three other options! I offered to replace her carpet at my cost as one option! I also sent my installer to put a clear seam sealer on the carpet to hold the pull, there is no reason it should be wearing away so quickly! I also offered to patch the carpet in that area but the customer has no additional carpet left over and if I order a new patch piece I told the customer it would be noticeable. The carpet was not installed with the pulls back 5 years ago! I don't know what caused the pulls but there are about two or three and they are roughly about an inch or two. The carpet was installed in the customers kitchen and in front of the steps where there is excessive use.
I feel I have explored ALL options to help satisfy the customer but none of my options have been acceptable! 
We have been in business since 2001. We have an excellent customer service record. We pride ourselves on always making the customer happy. I feel I have explored all possible options!